---
title: "How Kriptomat hit 62% AI resolution, saving 172 hrs/month"
description: "Kriptomat started at 50% AI resolution and thought that was good. Turns out reviewing knowledge gaps weekly got them to 62% — and counting."
url: https://myaskai.com/blog/my-askai-kriptomat-case-study-2026
---
# How Kriptomat hit 62% AI resolution, saving 172 hrs/month

Crypto exchange Kriptomat (400k+ users) chose My AskAI over Intercom Fin's $0.99/resolution pricing — now resolving 62% of 1,700 monthly tickets.

Last year Kriptomat had a problem: their support team was stretched, response times weren't as fast as they wanted and with a global customer base they really needed 24/7 support.

So they turned to My AskAI.

Since integrating their My AskAI customer service agent into their Intercom helpdesk it has resolved over 5,547 support tickets and is currently [deflecting 62% of their tickets](https://myaskai.com/blog/ai-resolution-rate-benchmarks) and saving their team 172 hours every month.

Now you’re probably asking yourself: “how does Kriptomat do this?!” and “how can I do this for my business?”.

Let’s take you through their setup and show you how.

## Kriptomat AI customer service results on Intercom at a glance

| Fact | Kriptomat |
| --- | --- |
| Website | [Kriptomat](https://kriptomat.io/) |
| Industry | Crypto and fintech, consumer cryptocurrency exchange (EU-licensed, Estonia) |
| Helpdesk | Intercom (chat widget, plus some email volume) |
| Support volume | ~1,700 tickets/month |
| AI resolution rate | 62% (up from ~50% at go-live) |
| AI CSAT | 61% |
| Time saved | 172 hours/month |
| Key features used | Custom Answers, Insights, Guidance, auto-close on AI-responded tickets, AI Copilot in Intercom |
| Knowledge sources | Intercom help center via the Intercom connector, 7,000+ site pages via unlimited website sync |
| Previously evaluated | Intercom Fin (ruled out at $0.99 per resolution) |
| Go-live mode | Direct replies from day 1 |

## What does Kriptomat do?

Let’s kick off by explaining a little bit about [Kriptomat](https://kriptomat.io/):

Kriptomat are an EU-licensed [cryptocurrency platform](https://myaskai.com/industry-use-cases/crypto) that's been around since 2018 and is based out of Estonia. If you run a crypto business on Intercom, our roundup of the [best AI customer service tools for crypto companies](https://myaskai.com/blog/best-ai-customer-service-crypto-intercom-2026) covers the wider field.

They currently have over 400,000 users across Europe and their platform was built to make buying, selling, holding, and staking digital assets simple for everyday users.

With a focus on accessibility and compliance, Kriptomat aims to bridge the gap between traditional finance and the [crypto](https://www.bankofengland.co.uk/explainers/what-are-cryptocurrencies) world by offering features suited for beginners and more experienced users alike.

A screenshot of Kriptomat’s homepage.

## Which helpdesk does Kriptomat use?

Kriptomat use [Intercom as their helpdesk platform](https://www.intercom.com/suite), and receive the majority of their support requests through the Intercom chat widget, with some additional volume coming in via email.

[They had looked at Intercom’s Fin](https://myaskai.com/blog/intercom-fin-ai-agent-complete-guide-2026) but [the $0.99 per resolution pricing](https://www.intercom.com/pricing) just didn’t make economical sense for them (we [compare the two in detail](https://myaskai.com/blog/my-askai-intercom-fin-ai-agent-comparison-2026)).

So they chose to sign up for [My AskAI’s approved Intercom app](https://www.intercom.com/app-store/?app_package_code=my-askai-7tpd&search=my%20askai) instead, and run our [AI agent for Intercom](https://myaskai.com/ai-agent-integration/intercom) in the inbox their team already had.

A screenshot of the My AskAI Intercom app in the Intercom app store.

## How did they train their AI customer service agent?

Kriptomat had an [Intercom help center](https://help.kriptomat.io/en/) already, so they connected this to their AI agent using our [Intercom connector](https://support.myaskai.com/features/connections#which-knowledge-sources-do-you-have-connections-or-integrations-with) to get things going.

But they also had a lot of useful training data (tutorials, blog posts, terms and conditions) on their site too (over 7,000 pages of it in fact!) that they didn’t want to go to waste.

A screenshot of My AskAI’s knowledge page in their dashboard, showing Intercom connection and website added.

So they added this to their AI agent’s knowledge as well using [our unlimited website sync](https://support.myaskai.com/features/sitesync-adding-and-syncing-your-website-content) to ensure that the content always remains fresh and their AI agent was as knowledgeable as could be.

> *“Personally, I'm a big fan of the direct integration with our pre-existing help articles, and how easy it is to re-train the agent when it's providing outdated information.   
>   
> It has helped our team out immeasurably especially during heavy inquiry surges over the past few months!!”  
>   
> - Hannah DiBella, Support, Kriptomat*

## When did they decide to turn on ‘direct replies’ to customers?

They decided pretty much from day 1 that the fastest way for them to learn how their new agent would perform would be to put it in front of their users and start gathering feedback.

In the worst case scenario, they figured there were always [lots of ways the users could request to speak to someone](https://support.myaskai.com/features/human-handover#when-will-it-be-handed-over-to-a-human) and hopefully in some cases it would give a number of users faster answers.

They were pleasantly surprised to see that from go-live, due to their extensive collection of articles and tutorials, that they were able to see a ~50% resolution rate.

## What was the biggest thing they did to improve their AI agent’s resolution?

But Kriptomat didn’t want to stop at 50%, they wanted to see how much further they could take their AI customer service agent.

So they regularly checked in on their [Insights](https://support.myaskai.com/features/insights) to see what people were asking, [reviewed and fixed their knowledge gaps](https://support.myaskai.com/features/improve/knowledge-gaps) and [created custom answers](https://support.myaskai.com/features/improve/custom-answers) to make sure their agent had all the knowledge it could to answer questions.

Through this continual improvement process, they have managed to increase their average AI resolution to where it sits today, at around 62%. Our [self-learning](https://myaskai.com/features/self-learning) now does much of that gap-closing on its own, drafting a new help article each time the AI meets a question its knowledge cannot yet cover.

## How do they customize their AI agent setup to work for their business?

Each business manages support in their own way and has nuances to their setup, that’s why our AI agent has multiple customization options to fit around you.

For Kriptomat, this came in the form of:

- Using our [different types of guidance](https://support.myaskai.com/features/improve/guidance) to ensure their AI customer service agent responded on-brand and handed over if legal or fraud issues arose
- A feature allowing them to auto-close AI responded tickets after a certain time period and, more impactfully
- The use of our [AI Copilot in Intercom](https://myaskai.com/ai-copilot-chrome-extension), to enable their agents to use our AI, even after a conversation has been handed over.

> *“*[*Amazing tool, keep it up guys, My AskAI has revolutionised the way we offer support to our customers!*](https://chromewebstore.google.com/reviews/4fac4484-031f-494f-95c3-e2f533dc9a51)*”*

[*Martina Mitic, Head of Customer Success, Kriptomat*](https://rs.linkedin.com/in/martinamitic)

A screenshot of Kriptomat’s Guidance in their Dashboard.

## What impact is their AI customer service agent having now?

Well, let’s see:

As a result of Kriptomat’s continual efforts to review and add custom answers to their AI customer service agent knowledge, their AI agent is currently:

- Resolving 62% of tickets automatically each month across almost 1,700 tickets (that’s around 1,000 tickets per month their team doesn’t have to deal with directly).
- Saving their customer service team 172 hours per month (assuming a 10 minute per ticket handle time).
- Achieving a 61% [AI CSAT](https://support.myaskai.com/features/insights#ai-csat) score across those 1,700 tickets.

A screenshot showing Kriptomat’s AI performance over the last 14 days as at 10 Dec 25 with an AI resolution of 65%, an AI CSAT of 67%, 614 conversations handled and a saving of 66 hours at 10 mins per conversation.

## Where do they go from here?

There is always going to be a limit to how far static knowledge alone can take an AI agent and Kriptomat know this.

That’s why they are looking to take the next step to provide their AI agent with access to customer data using our [User data API](https://support.myaskai.com/features/user-data-api).

This could help their agent respond to questions about transactions or account balances.

Once they’ve managed to get this in place, their next ambition will be to look at features like [tools](https://support.myaskai.com/features/ai-actions-tools) and [tasks](https://support.myaskai.com/features/tasks) to automate more time-consuming tasks like ID verification.

Watch this space!

[Read more case studies](https://myaskai.com/reviews-and-case-studies) or [explore our plans](https://myaskai.com/pricing) and pricing for My AskAI.

[Learn more about building an AI-first support operation in our complete guide](https://myaskai.com/blog/ai-first-customer-service-guide-2026).

- Intercom ### [Freecash: How My AskAI resolves over 70k support queries every month](https://myaskai.com/blog/my-askai-freecash-case-study-2026) 70,000 tickets a month. 82% resolved by AI. Freecash tested Intercom Fin first — then switched. The cost difference was... significant. 6 Aug 2024  3 min read
- Case Study ### [Swytch: How My AskAI helps deflect over 4,050 support queries every month](https://myaskai.com/blog/my-askai-swytch-case-study-2026) Swytch sells e-bike kits and deflects 4,050+ support tickets a month with AI. Their secret? Treating the AI like a new hire that never stops learning. 27 Nov 2024  4 min read
- HubSpot ### [Zeffy: How My AskAI helps Zeffy Keep Their Ticket Volume Down and Fundraising Free](https://myaskai.com/blog/my-askai-zeffy-case-study-2026) Zeffy tested 8 AI vendors with 200+ questions. Only one passed. Now they deflect 84% of tickets with a 7-person support team. Here's how. 6 Jul 2024  4 min read
- HubSpot ### [Zinc: Using My AskAI to reduce support tickets by 68%, overnight](https://myaskai.com/blog/my-askai-zinc-case-study-2026) Zinc went live with AI support in minutes — not weeks. Now 68% of queries resolve automatically with 97% CSAT. They didn't need to hire a replacement. 27 Feb 2024  4 min read
- Case Study ### [How Edel Optics achieves 79% AI resolution, saving 150 hrs each month](https://myaskai.com/blog/my-askai-edel-optics-case-study-2026) Edel Optics jumped from 25% to 79% AI resolution with one change: plugging in live customer data. 92% CSAT. In German. Across multiple languages. 13 Oct 2025  6 min read
- Alternatives ### [My AskAI vs Intercom Fin AI agent: Features, Pricing, and Results (2026)](https://myaskai.com/blog/my-askai-intercom-fin-ai-agent-comparison-2026) Fin charges $0.99 per outcome. My AskAI starts at $199/mo, priced per ticket. Similar performance, more integrations, different invoice. 3 Sept 2025  23 min read

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